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chapmapd
Newbie
1,497 Views
Message 1 of 10

DSL:vdsl link down regularly

I keep losing broadband signal through my new BT smart hub.

the log says

 

DSL:VDSL link down: duration was 16,803 seconds

 

This is causes the smart hub to reboot and I am unable to log into it.

Seems to do this frequently and often at midnight.

 

When thehub is working speed etc is great it is just unreliable and dropping out almost daily at some time.

 

Help!

 

paul

 

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9 REPLIES 9
Distinguished Sage
Distinguished Sage
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Message 2 of 10

Re: DSL:vdsl link down regularly

Welcome to this user forum.

 

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

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chapmapd
Newbie
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Message 3 of 10

Re: DSL:vdsl link down regularly

Tried this and no noise at all.

 

thx

 

paul

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chapmapd
Newbie
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Message 4 of 10

Re: DSL:vdsl link down regularly

Connection status:
 
BT Broadband /
BT Infinity /
BT Infinity 3 and 4:

BT Infinity

Firmware version:

SG4B10002244

Firmware updated:

28-Dec-2016

Serial number:

+084319+NQ63269819

Downstream sync speed:

80.00 Mbps

Upstream sync speed:

20.00 Mbps

Network uptime:

0 Days, 1 Hours 39 Minutes

System uptime:

0 Days, 6 Hours 23 Minutes

BT Wi-fi status:

Active

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chapmapd
Newbie
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Message 5 of 10

Re: DSL:vdsl link down regularly

05:52:36, 02 Jan.

:WAN: SENSING AUTO VDSL

05:51:38, 02 Jan.

ptm0.101:VLAN VLAN_DATA connected

05:51:38, 02 Jan.

:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]

05:51:38, 02 Jan.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

05:51:38, 02 Jan.

dsl:VDSL link Up: Down Rate=87458Kbps, Up Rate=20000Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB

05:51:19, 02 Jan.

:VLAN VLAN_DATA disconnected

05:51:14, 02 Jan.

dsl:VDSL Link Down: duration was 16803 seconds

00:02:53, 01 Jan.

:WAN: SENSING AUTO VDSL

00:02:17, 01 Jan.

ptm0.101:VLAN VLAN_DATA connected

00:02:17, 01 Jan.

:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]

 
 
 
 
 
 
 
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Distinguished Sage
Distinguished Sage
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Message 6 of 10

Re: DSL:vdsl link down regularly

Is this a new BT Infinity connection, or were you using a different home hub before on BT Infinity?

 

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chapmapd
Newbie
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Message 7 of 10

Re: DSL:vdsl link down regularly

I had Homehub 5 with Infinity 2 until about 6 weeks ago.

Updaged to SmartHub to improve wifi signal. Had nothing but problems ever since.

Opentalk have visited and confirmed the line is good.

Factory reset on Smarthub made no difference.

 

Thx

 

Paul

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Distinguished Sage
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Message 8 of 10

Re: DSL:vdsl link down regularly

Unfortunately the smart hubs have a high failure rate, and there are many threads on this user forum which confirm this.

 

Many people consider it as a downgrade not an upgrade Smiley Sad

 

I would advise yo to keep using the home hub 5, and if you need extra wireless coverage, use the BT Hotspot 600 devices instead.

 

I would be surprise if the smart hub gives any better wifi coverage than the HH5, as they both only use internal aerials and the same output power.

 

The fact that everything worked fine on the HH5, proves that there is nothing wrong with your Infinity connection or speed, its just down to poor quality smart hubs.

 

I will move this thread to the general broadband discussion board, where you will find lots of similar threads relating to issues with the smart hub. Some people have sent them back for a refund.

 

Here is one of many threads to get you started https://community.bt.com/t5/Connected-Devices-Other/Smart-Hub-6-rebooting-not-able-to-log-into-admin...

 

Another

https://community.bt.com/t5/Connected-Devices-Other/Home-hub-6-not-so-smart/td-p/1642403

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chapmapd
Newbie
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Message 9 of 10

Re: DSL:vdsl link down regularly

Thanks,

 

Interesting links with very similar issues to my own.

BT are sending Openreach out for the second time tomorrow such a waste of everybody's time.

 

Paul

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Distinguished Sage
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Message 10 of 10

Re: DSL:vdsl link down regularly

It will be a waste of time, and if they find nothing wrong you would be charged £130, which will appear on a future bill, so be warned.

I would simply revert back to the HH5, and cancel the visit.

 

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